Key Roles and Responsibilities:Experience in IVRs, Voice, Digital Channels, Ideally ServiceNow CSM and Genesys required.Ensure the coordination of activities, actions, and deliverables in the service development process to ensure completion within time and budget and in line with development standards and methodologiesStrategically drive and evolve a robust regional inter-lock for service development aligned to the global/group methodology to ensure expedient time-to-market / release of developmentsEnsure new service offer requirements from Service Offer Management have clearly defined business value outcomes, and that requirements are substantiated by an appropriate business case, and prioritized according to business impact and importanceWhere required, support Service Offer Management in the formation of business cases for new service offersDevelop and drive individual and team KPIs through coaching and developing the team(s)Manage the identification, development, and implementation of service pre-design in line with agreed technical, operational, and architectural specificationsThroughout the development cycle, ensure documents are prepared and maintained for service design/definition relating to the development of new services or enhancements to existing servicesManage the reports and dashboards highlighting risks, issues, and trends to support management decision makingPay attention to the security architecture, standards, and requirements for the new service, ensuring the secure-by-design principleEnsure that the client journey is defined, designed, and implemented, optimizing client experience and maximizing economic return through new monetizable client features and capabilitiesOversee any implementation decisions throughout the development process to optimize the balance between time-to-market, cost to implement, and delivered valueEstablish and manage a release management strategy for the service to maximize commercial value and impactUse expertise to provide input into the continuous improvement of the services development methodology and its practicesManage strong working interlocks with all business teams and functions required in the development process, together with a verified RACI for all work to be undertaken. Subject this to continuous review and improvementConduct post-implementation reviews to audit the commercial, operational, and technical performance of new service offers, and provide feedback to the business on possible improvements and optimization opportunitiesLead, manage, coach and mentor team(s) to achieve business strategy and objectivesKnowledge, Skills, and Attributes:Excellent understanding of the vast range of IT operations and NTT service offeringsExcellent knowledge and understanding of IT industry environment and business needsStrong relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholdersStrong communication skills (verbal and written) coupled with good questioning skillsAn expert in the design/development of procedures and technical features required to fulfill all the elements relevant to the serviceDemonstrated expertise in design thinking and scaled agile frameworks.Demonstrate good documentation skills, in particular, business requirementsStrong analytical and research skillsAssertive in approach coupled with confidence in the area of expertise and the ability to facilitate business conversationsExhibit growing knowledge and passion for area specializationExcellent ability to effectively lead and manage a services / product team(s)Good client relationship building and engagement skillsAbility to persuade, negotiate and influence key stakeholdersA go-getter with the ability to work in high-pressure situationsGood conceptual insight and ability to think strategicallyAbility to establish and manage processes and practices through collaboration and the understanding of businessAbility to manage assigned work processesService orientated individuals who are able to create client value whilst maintaining profitable business resultsAcademic Qualifications and Certifications:Typically requires significant related experience with a Bachelor's degree or equivalentLeading SAFe Agile preferableITIL certification(s)Required Experience:Sound experience working in an Information Technology environment, particularly within IT OperationsSound experience in a similar role within a related environmentDemonstrated experience in effective product lifecycle management and service delivery excellencePrior demonstrated experience leading and managing a product / services team(s)Skills SummaryCustomer Relationship Management (CRM), Emerging Technologies, Market Analysis, Project Management, Quality Assurance (QA), Service Design ThinkingWhat will make you a good fit for the role?Workplace type: Equal Opportunity EmployerNTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
